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Top 10 Support and Sales Questions

  • My box only came with one disc, why?

    Fluenz3 comes with single installer DVD which, along with the activation email we sent you, unlocks all the languages and levels you have purchased. You’ll need to be online for the installation process, after which the program will be in your hard drive. If your computer is online it will track and sync your progress with other devices, and it will auto-update with technical features and new, improved content. You can also choose to be offline and work without any connection to the Internet. All the Fluenz Audio components can be installed as well.

  • What’s the difference between Download and the red Box?

    You can either download the Fluenz3 installer or you can get it on a DVD delivered in our signature red box. Once you have the installer in your computer you proceed to install the program, and it makes no difference whether the process started with a download or from the DVD. In both cases you’ll need to be online during installation and can choose to work offline afterwards.

  • How do I download the Audio MP3s?

    Open your desktop Fluenz Application, click on the smiley face icon. You’ll then see the menu for Fluenz Audio. You’ll can download both the Comprehension and Pronunciation MP3s.

  • How many users are allowed per license?

    You can associate a single Fluenz ID to each language program. This Fluenz ID can be used on up to three computers, on Fluenz Online, one iPhone App, one iPad App, and one Android Phone App.

  • Can I use Fluenz3 offline after I download or install?

    Fluenz3 works flawlessly offline after you have installed everything you need. You must have downloaded all your sessions prior to disconnecting from the internet. When you close the Fluenz Application make sure not to log out of it. Close it by clicking on the X, below and to the right on the Application’s interface. As long as you have not logged out, you can close it and then go offline, or turn off your computer, and your sessions will be there.

  • How do I set up the system?

    After your purchase Fluenz we send you an activation email. If you’re downloading the program this will be enough to start. If you purchased a red box you’ll need an activation email and the installer DVD. Follow these instructions to get going: http://fluenz.com/instructions-guide/

  • Does the license expire?

    If you install the program and all its sessions in a computer you won’t need any online services to run them. Every single session in Fluenz3 works offline just like an app in a smart phone, and they will run for as long as your computer runs. However, all the additional services that are included in Fluenz3, namely the ability to manage your content through your Fluenz ID, the tracking and syncing functions across all devices, our commitment to keep the program updated to the many changes that are constantly made to the big operating systems, and access to the Fluenz Flashcards, all depend on a considerable ongoing technical effort and an array of costly servers. We commit to keeping those servers going for two years from the time of purchase because we don’t believe anyone can say “free forever” with a straight face. The reality is that over the last eight years we’ve kept all our customers updated and all our systems up and running without additional cost to anyone. This is why we hope to keep everything running for well over two years.

  • What’s the difference between the old Fluenz f2 and Fluenz3?

    The old Fluenz f2 was based on Adobe Director and ran off a DVD or could be installed directly in the computer. It had no syncing, tracking, auto-updating, or the ability for users to manage their content from their Fluenz ID. The most important issue is that Adobe discontinued Director and any program built with it, Fluenz included, was facing increasing issues of compatibility with different operating systems. The new Fluenz3 runs on HTML5, is compatible with the next generation of operating systems, and allows users to manage their content from their Fluenz ID. The program tracks and syncs the user’s progress across all of the Fluenz access points (online, iPhone app, iPad app, and Android phone app) and allows users to move their content from computer to computer quite seamlessly. Because it works like an app installed in the computer’s hard discs, Fluenz3 also works offline.

  • How do I get my old Fluenz ID if I don’t remember my serial number?

    Your Fluenz ID is the email address that you used when you set up Fluenz for the first time. Click here if you forgot your password and need reset it: http://commons.fluenz.com/user/password

Answers to technical questions

  • I’m having trouble with Fluenz3 offline.

    Fluenz will work while you are offline- as long as you have downloaded sessions prior to disconnecting from the internet. After you’ve installed the program and have the sessions you want, make sure you are logged in before going off line or turning off your computer. To close the application without logging out, click on the X, below and to the right. As long as you have not logged out, you can close it and then go offline, or turn off your computer, and your sessions will be there and will be recognizable by the system.

  • I get a “loading” screen when I try to work with Fluenz3 offline.

    This can happen if you logged out of the application before going offline. Make sure that you do not log out before turning off your computer or going offline. To close the application just click on the X, below and to the right. As long as you have not logged out, you can close it and then go offline, or turn off your computer, and your sessions will be there and will be recognizable by the system.

  • I get no audio on my iPhone or my iPad Fluenz Apps.

    Please verify that the device isn't on silent mode. The button on the side should not be showing red. If it's an iPad Air, swipe up from the bottom screen and make sure the bell does not have a line through it (see below). https://support.apple.com/en-us/HT203121

  • My iPhone or my iPad App is frozen.

    Please force quit the Fluenz App by double tapping the home button on your device, then locate the Fluenz App that is open and swipe up to close. Restart the device and re-launch the Fluenz App. If the issue persists, delete the Fluenz App and reinstall.

  • I insert the Fluenz3 disc and nothing happens.

    Most likely the "auto run" feature has been turned off - either on your system or on that specific drive. That means that by definition nothing happens when you insert a disc. If you are on a Windows OS locate your DVD drive in Windows Explorer (this is usually the E: Drive). Right click on the drive icon and then click “Install or Run program from media. This will start the installation.

  • Fluenz3 does not work on Windows 7

    Fluenz3 is not compatible with Windows 7. Since Microsoft stopped “mainstream support” of Windows 7 in January of 2015 it was not possible for us to support the Operating System. We’re fully compatible with Windows 8, which will be supported by Microsoft until January 2018, and Windows 10, the current version.

  • Does Fluenz3 work with Snow Leopard?

    We don’t support Snow Leopard. We support every OSX from Lion, 10.7, onwards.

  • Why does the tutorial stop when I navigate away?

    If you do leave the window in the background the video will stop. The tutorial videos contain on-screen reference material and will auto-pause if you navigate away from the screen. We firmly believe the course is most effective when you are paying exclusive attention to it.

Answers to orders and download questions

  • How can I return a product?

    Follow this link to our returns process.

  • I purchased through Amazon but haven’t received my email?

    Once Amazon charges your credit card our server sends you the activation email. If you don’t have it it’s either on your Spam box or it hasn’t been sent. The only reason it wouldn’t go out is if Amazon hasn’t charged you yet, which can happen if you choose free non-Prime delivery. In those cases Amazon can take a few days to start shipping your box, and they won’t charge you until that happens. We’ll send you the activation email as soon as Amazon confirms payment.

Answers to mobile questions

  • Do I need to download the App to work with Fluenz on Mobile?

    While you might be able access Online.Fluenz.com from your mobile device you will encounter many compatibility issues. By downloading the Fluenz App for your device you’ll be working with a platform that has been specifically designed for your device.

  • What devices does Fluenz Android Phones support?

    Fluenz Android for phones has been optimized for the Galaxy, HTC, and Nexus families. However, it works in many other devices.

  • I have sound issue with my iPhone when I run the Fluenz App?

    Please verify that the device isn't on silent mode? The button on the side should not be showing red. If it's an iPad Air, swipe up from the bottom screen and make sure that the bell does not have a line through it (see below). https://support.apple.com/en-us/HT203121

  • The phone App is frozen?

    Please force quit the Fluenz App by double tapping the home button on your device, then locate the Fluenz App that is open and swipe up to close. Restart the device and re-launch the Fluenz App. If the issue persists, delete the Fluenz App and reinstall.

Answers to Fluenz ID questions

  • How do I recover my password?

    Forgot password? Click here to receive a one time login and reset your password: http://fluenz.com/commons/user/password.

  • Where do I get my serial number?

    You should have received a serial activation code via email shortly after purchasing. Please check the email address that you used to order Fluenz and verify that it didn’t go to your spam folder. If you still have not located your serial code, please let us know your Fluenz Order Number so that we can locate it for you.

  • I don’t remember my serial number, how I can I get it.

    You should have received a serial activation code via email shortly after purchasing. Please check the email address that you used to order Fluenz and verify that it didn’t go to your spam folder. If you still have not located your serial code, please let us know your Fluenz Order Number so that we can locate it for you.

  • Can I transfer my Fluenz ID if I sell my Fluenz box?

    You can’t transfer the licenses assigned to your Fluenz ID to another Fluenz ID.

Fast email response

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Get access to Fluenz Anywhere

Install and activate the software in the Red Box, download the comprehension MP3s and enjoy the Audio CDs. In addition you can download the iPhone App, get access to the program online and to our digital Flashcards for two full years. The Fluenz Community is open to all.

  • The entire program, online

  • The entire program, on your phone. (Get the App from the App Store, sign in, and download full sessions)

  • Our digital flashcards, online and optimized for iPad

  • Our community of learners, open to all

  • Supplemental audio training for your phone or iPod

  • Up to the minute updates for Fluenz on your computer

Fluenz Online and Flashcards available through a two year license. Fluenz iPhone subject to App Store T&Cs. Devices not included.

Returns + Exchanges





We want you to love our software, but if something isn't right, let us know. If you bought through our website, Fluenz gladly accepts returns of our red boxes within thirty days of delivery. If you want, we'll send you another box for the language you purchased, or any other language you choose to order. If you'd rather have a refund, we'll take care of that, too.


Although we can not issue refunds for boxes bought at other stores, we stand behind our product and will help you with return and refund issues you might face.

Follow these instructions to return or exchange the box:

1. We will need the box itself and all its contents, including the DVD-ROM, the audio CD, the original Fluenz Navigator, the company brochure and the instructions.


2. Place the merchandise in a box with your original invoice, then send the box back to us via mail to the address below. All merchandise purchased with a promotional discount will be refunded for the price paid. Please allow 1-2 billing cycles from the day you return your package for your account to be credited.


3. If you would like to make an exchange contact us as you send the original box back. Make sure you include the invoice along with your merchandise in a box and ship it to the address below. We'll send in-stock items to you right away.

All returns and exchanges should be shipped to:

Fluenz Fulfillment
1000 5th st, Suite 200
Miami Beach, FL 33139

Things to keep in mind

  • All credit card refunds will be placed on the card used for the original purchase.
  • Please allow 3 weeks from the day you return your package for your account to be credited.

System Requirements for Installation

  • Intel Macs, OS X 10.7 and above, including Yosemite (10.10)
  • Windows 8 / 10
  • DVD-ROM drive (Not required for download)
  • 1 GB of RAM
  • 1 GHz processor speed
  • Resolution of 1024 x 768 or higher
  • Video card
  • 16 bit sound card

If you want to take full advantage of the Fluenz recording engine, your computer must have a microphone. All Fluenz applications support both standard and USB microphones. They also support most internal microphones on laptops, but we can't guarantee that all types will be compatible.